Open to opportunities

Oluwaseun Adewusi

@oluwaseunadewusi

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Manager and event project lead specializing in customer experience, sales, and operational excellence.

Nigeria

Message

What I'm looking for

I’m looking for a role where I can lead teams, elevate customer experience, and manage complex operations end-to-end. I want responsibilities that combine planning, coaching, quality assurance, and continuous improvement in a culture of excellence.

I’m an accomplished, customer-focused manager with 12+ years leading retail management, sales, and customer service. I’m known for driving team growth, coaching staff to success, and resolving challenges creatively—while keeping operational efficiency and service quality at the center of my work.

Since 2023, I’ve served as an Event Coordinator/Project Manager, owning logistics, planning, scoping, and floor plans. I develop project timelines and manage budgets, then supervise on-site execution, venue walkthroughs, and staff/vendor coordination to deliver smooth events.

Earlier, at First City Monument Bank PLC (2018–2023), I led and mentored customer service representatives, helping achieve a 25% increase in team productivity. I also initiated training programs that strengthened conflict resolution, communication, and empathetic customer engagement, while improving customer satisfaction by 11% through cross-functional policy work.

I advanced customer service quality through ongoing monitoring and quality assurance, including standardized scripts and processes that improved consistency and quality by 20%. I also handled escalations as a primary resolution point, reaching an 83% resolution rate beyond supervisor level, and I’ve built strong banking/customer operations experience from roles in branch operations and teller work.

Experience

Work history, roles, and key accomplishments

Current

Event Coordinator/Project Manager

Current

TWC Events Services

Jan 2023 - Present (3 years 6 months)

Develops event project plans, budgets, and timelines while coordinating venue setup and on-site execution. Manages client relations, vendors/crew sourcing, and post-event debriefs and reporting.

Project Planning Event Logistics Timeline Budget Management Troubleshooting Client Relations Sourcing Team Management

Customer Feedback Supervisor/Officer

First City Monument Bank PLC

Jan 2018 - Jan 2023 (5 years)

Led and mentored customer service representatives, improving team productivity and supporting training in conflict resolution and customer engagement. Served as the primary escalation point for complex issues and contributed to improvements in customer satisfaction and service policies.

Team Leadership Customer Service Operations Training And Development Conflict Resolution Customer Engagement Escalation Management Quality Standards Customer Satisfaction Cross Functional Collaboration

Quality Assurance

First City Monument Bank PLC

Jan 2016 - Jan 2018 (2 years)

Monitored and evaluated agent performance across customer contact channels and provided targeted feedback for coaching and improvement. Developed standardized scripts and processes to improve consistency and quality of customer interactions.

Quality Assurance Agent Evaluation Process Standardization Reporting Coaching

Customer Service Fund Transfer Officer

First City Group Ltd

Jan 2010 - Jan 2016 (6 years)

Handled customer complaints and supported fast processing of ATM card and cheque book requests while ensuring accurate customer documentation. Managed cash handling and contributed to revenue through sales of PTA/BTA, Western Union payments, and manager’s cheques.

Customer Support Complaint Resolution Cheque Book Requests Cash Handling & Compliance Manager’S Cheque Issuance

Teller

First City Group Ltd

Jan 2005 - Jan 2010 (5 years)

Processed Lagos State land use, tax clearance, and VAT postings while resolving customer tax-related issues. Posted cash and cheques accurately and maintained records in line with regulatory standards.

Tax Clearances Land Use Processing Cash Handling Financial Record Keeping Regulatory Compliance Customer Support

Sales Representative

African Alliance Insurance Cop. Ltd

Jan 2005 - Present (21 years 6 months)

Marketed and sold insurance policies and products while creating sales leads and advising clients and prospects. Supported growth by generating and nurturing client interest.

Insurance Sales Marketing Lead Generation Sales Prospecting